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How to auto decrement urgency

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  • 1.  How to auto decrement urgency

    Posted 04-20-2018 02:52 AM

    Hello dear community members,

     

    We have categories and urgencies attached to those categories as it is descirbed in the floowing KB article, and escalation working as it should. However, I want urgency to decrement just like it increments when changing the category. Is it possible?

    How escalate urgency works with special handling c - CA Knowledge 

     

    BR,

    Barış



  • 2.  Re: How to auto decrement urgency

    Posted 04-20-2018 12:59 PM

    Did you tried estou enable Automatic Priority Calculation, enable "Override Urgency" and set "Urgency Increment" to -1? 

     

    Maybe this could help.



  • 3.  Re: How to auto decrement urgency
    Best Answer

    Posted 04-23-2018 03:19 AM

    Hi Baris,

     

    The following OOTB Action Macros exist:

     

     

    You could mimic the first one and have it do the opposite or just set it to whatever lower value using the rest, probably via an attached event or spel-code  

     

    ===

    Kind Regards,

    Brian



  • 4.  Re: How to auto decrement urgency

    Posted 04-25-2018 10:38 AM

    Baris........

     

    Did the information provided by Brian help?

     

    If so, please mark Brian's answer as correct so that this thread can be closed.



  • 5.  Re: How to auto decrement urgency

    Posted 04-26-2018 03:03 AM

    Hello Paul,Brian and Andrade,

     

    It seems that it can only be done by adding a spel-code as Brian suggests. Thanks for the help.


    Regards,

    Barış